Pet rule broken

[Michele255]

We just had our 2nd guest come and go after 3 nights in our guest house (which is not on our home property).

We have a 'No Pet' rule as we are sensitive to those having allergies.  I was not able to meet our guest when she checked in/out.  We also had so leave town the day she left so I was not able to do a detailed look around the house.  When I was able to go in and clean, I found a cat toy, cat dander in multiple places, small traces of kitty litter, few dry food kibbles, and 1 turd.  It has been frustrating as there was more laundry involved to remove the cat dander.

We did not put in a pet fee as we felt our rule would be respected.  Do I have any recourse with this guest at all?  I will definitly be adding an additional fee to curtail/prevent future guests from sneaking in pets.

She has not yet written a review for us and I am not sure how to write hers as I am very disappointed.

Michele

[Susan1028]

Yes.

[Susan1055]

We met guests when they arrived with no evidence of a pet (our listing states no pets allowed).  They were semi-local folks who had clearly gone home to get their dog after check in.  We wrote a truthful review, clicking the "would not rent to them again" button.  They did not review us.  Incredibly rude!

I took the suggestion from someone in this thread and added a note that if a pet was discovered, they would have to leave immediately.  Not sure how enforceable that is, either?  But at least it might make them think twice before booking with us. 

[Bennett0]

Someone surprised me with a dog and 2 extra guests. I discovered it after the first night of a 2 day stay. I thought it was a guy with his two friends driving up to go kayaking.  He had one great review.  

When I reported it to Air BnB (Showed exterior video) and told them the guests had a pet and extra guests and had to leave, air BnB cancelled the reservation a day early, refunded them for a day, HELPED THE GUEST RELOCATE, and told me that I should make a damage claim though the resolution center.  Once that is resolved, I would have to file a second claim for the additional guests.  

This guest also caused damage to my place—it was 5 guys on a duck hunting trip and they scratched the surface of my dining room table by putting a heavy Metal cooler on it and sliding it off, and chipped the paint on one wall by scraping some piece of gear against it.  Seriously??

Beware of rebooking assistance calls!  These are guests who lied about their visit. They literally have guns and a hunting dog. They disturbed another Air BnB guest who was staying in the detached cottage. Air BnB helped these guests, and made it difficult for me to get compensated.  

This last year the guest quality has declined and support has gotten worse.  I think I’m going to get out of STR and just rent long term. The headache isn’t worth the money. What a joke.

[Kim901]

I had a similar experience. Guest checked in without cat, cat arrived later. When I confronted the guest and contacted AIRBNB, guest cancelled, relocated with AIRBNB help and received a FULL REFUND. AIRBNB did not deduct from my payment, but I had extra cleaning because I advertise as pet free environment and I’m allergic to cats so I had to pay someone else to clean up.

[Shannon305]

@Shannon302  IT'SNOT ENFORCEABLE AT ALL. 

Just because "NO PETS (or animals of any kind)" is on your listing, it doesn't mean that a guest can't bring a pet. I pleaded with Airbnb to let me kick the violating guest out and they told me if I kicked them out I "WOULD MOST LIKELY LOSE MY SUPER HOST STATUS..."  

My last guest left today. After 5 days of back and forth with Airbnb, my guest decided to claim the dog was a "assistance animal" even though it's not. The "NO PETS" listing is merely for your comfort and a bluff. If a guest just says it's an "assistance animal" to Airbnb, they don't make them give any documentation to prove it. And if you complain, Airbnb will tell you, 

“It is a violation to our Non Discrimination Policy to not accommodate reservations where an assistance animal may be present, even if the listing/house rules state “no pets”...  On this occasion, we are not taking any action on your listing, but please TAKE THIS AS A WARNING. If we continue to receive complaints about this listing, we may need to take further action.”  I've been a Super Host for 4+ years and have never had a complaint but Airbnb sent me this message yesterday. I'm severely allergic and my last guest left me having to pay $1,150 for a deep cleaning and to have the air ducts vacuumed out. So far, Airbnb has refused to pay even though the guest admitted to breaking the NO PETS house rules. I have  proof: video of the guest with the dog spending the night and written estimates from professionals to do the cleaning. I'm living in my greenhouse (and have been for 7 days)  because I can't go home until the work is done. This guest has made me homeless until I scraped together the money to pay for the cleaning. I can't do the cleaning myself or I risk landing in the hospital. 

If anyone out there knows what I have to do to get Airbnb to pay these fees please speak up. I have been speaking to the Airbnb Resolution Help Center for a week and been through 11 representative and nothing is being done.

[Jenny247]

I was there when the guests arrived with a dog.  I pointed out that I didn´t accept animals and first they lied and said they had emailed me to tell me, then they said they´d put in the pet filter- both clearly untrue.  I suggested that they pay me extra for the extra cleaning; they leave tomorrow but sdo far no apology or offer of extra payment.

Very very annoying!

[Dionne2]

A pet is a pet, service dog or whatever. 

If she doesn't understand that , suggest another place for them.

You need to weigh your options.

Money vs trouble.

[Kim901]

Legally, we have to accept service animals.

[Brenden11]

This is what we have for ESA hope it makes ppl think

Emotional Support Animals (ESA) and Service Animals: Due to allergies, we do not allow ESAs. If you have an ESA that does not produce allergies, per Airbnb policy you are not required to disclose you are bringing an ESA or provide certification. However, the following rules apply. Animals are not allowed on furniture or beds. They must be potty trained, clean, and not aggressive. You must dispose of any animal waste or byproducts in the trash outside. It is your responsibility to ensure the animals are free from fleas or other pests. Supervised animals can use the backyard; however, it is your responsibility to ensure they do not get out or cause damage. If you leave the property, you must take the animal with you even for a short while. It is your responsibility to ensure the animals do not damage the house including the finished hardwood floors. If the animals are a threat, bring safety concern, are not potty trained, or we determine you cannot adequately control the animal (this includes making excessive noise), we will ask you remove the animal from the premise.

[Hardwick0]

Charge an extra $100 per day for an animal.  Hopefully they will rent somewhere else.

[Rowena29]

@Michele255, @Michelle509 

For what its worth - here's my strategy, which on the whole, works well for me.

I do try to be there to greet guests, but sneaky ones will always wait until you have left to do the wrong thing - such as  in your case, sneak in a pet

So my approach is 2 fold.

I charge a hefty security deposit

I have external video camera near the front door ( the only way in). It's stated in my listing but I don't make a big deal about it.

I state it's very easy to get your deposit returned - just follow the house rules. I clearly state  my expectations in house rules ( in the listing and again in a physical copy in the house)

In truth it can be pretty hard for hosts to keep the security deposit BUT most guests don't know that. So it tends to deter people plannign to do the wrong thing - they just go elsewhere. 

 It's not completely fool proof but a good start.

I don't have a solution for service animals ( I accept pets on my listing so not an issue for me personally)

For those that have already slipped through the net,  I'd leave an honest unemotive factual review. If in any doubt you could post it here first to get feedback from other hosts. 

[Ethan582]

Hi Rowena, i am a new host. How do you collect deposit to the guests? Thank you!

[Alexandra85]

Ask for written proof that the dog is a licensed service animal. Service animals are considered guests so no fee and no extra cleaning charge. Definitely get the service dog verification proof before allowing the dog.

[Shirlei2]

as vezes não somos contemplados pelo airbnb quando hóspedes quebram regras importantes. Passei uma vez isso. em 3 anos e 8 meses.

[Terry-And-Gayle0]

I no longer allow pets.  People think because we live on a farm, that its o.k.  I allowed one couple to bring their cat if they left it in a cage. When they left there was black cat hair all over the bed.  I would contract Airbnb and ask them about your right concerning service pets. It very frustrating.